Full time Control Centre Operator

Your mission at GardaWorld

If you are looking for a job where you have significant responsibility, this is the one for you! As a Control Center Operator, you will play a key role in communication between agents, customers, and supervisors!  You will be responsible for the after hours scheduling and playing a key role in the day-to-day operations for all branches across Western Canada. This is a full time position.

Schedule Details

This position follows a rotating bi-weekly schedule with staggered overnight shift times:

• Night Shifts: 18:00-06:00 or 18:45-06:45

Position 1

• Week 1: Wednesday to Friday (4-on/3-off schedule)
• Week 2: Wednesday to Saturday (4-on/3-off schedule)

Position 2

• Week 1: Saturday to Tuesday (4-on/3-off schedule)
• Week 2: Sunday to Tuesday

Please note that shift start and end times may vary between 18:00-06:00 and 18:45-06:45 depending on operational requirements.

Job Benefits

• We offer wages starting at $22-$23/hr and health benefits
• Opportunities to grow alongside GardaWorld 
• Continuing education through GardaWorld Campus 
• Corporate discounts 

What does a Western Canada Control Center Operator do in Calgary?

Key Objectives:

• Handle a large volume of inbound and outbound providing solutions, handle inquiries and escalations to branch level
• Follow communication scripts and use knowledge of the company’s products and services to go off script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team
• Recommend improvements to systems and processes for improved organizational efficiency

Daily and Weekly Tasks:

• Communicate and liaise with Branch Management, Supervisors, Security Guards across Western Canada to provide after-hours support with operational issues.
• Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
• Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives
• Leverage data and insights gathered in the control center to recommend and influence process improvement opportunities
• Handle Inbound/outbound calls providing resolutions, handle inquiries and escalations to branch level.
• Actioning various alerts to ensure the health and safety

Qualifications:

• Have a high school diploma or equivalent 
• 1-2 years of previous Customer service required
• Able to work in a fast-paced environment and handle working under pressure 
• Ability to multitask, manage time and prioritize
• Experience in a call center is an asset
• Adept to problem solving and conflict resolution
• Comfortable learning new computer programs
• Able to pass the typing test with minimum average score of 50-60 words per minute.
• Flexible availability
• Be able to provide a clean criminal background check